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Customer Value Creation Behavior

Engels | Druk: 1 | E-book | 9781317676607 | 224 pagina's

Youjae Yi - 9781317676607

 

Engels | Druk: 1 | E-book | 9781317676607 | 224 pagina's

We all live in a service-based economy right now, and the role of customers has changed from passive buyers to active value creators. Customers are actively engaged in the value creation process, and customer value creation behavior has become an essential phenomenon. For the competitive advantage of the firm, employees need to change from exclusive service providers to value facilitators. Firms must now change their paradigm from treating customers as mere buyers to engaging customers as value creators. This book sheds insight into the essentiality of understanding customer value creation behavior for enhancing firm performance.


This book is also a comprehensive reference critically analyzing the current state of customer value creation behavior. It covers theoretical foundations, measurement, antecedents and consequences of customer value creation behavior, in addition to applications in specific and various contexts. The book also highlights the importance of understanding the dimensional structure of customer value creation behaviour for accurate results of empirical research. In addition, the book also examines customer value destruction behavior or dysfunctional customer behavior.


This book challenges the conventional belief that handling customer complaints equates with handling dysfunctional customer behavior and provides useful insights for handling employees and customers.

 

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34.99

Customer Value Creation Behavior Engels | Druk: 1 | E-book | 9781317676607 | 224 pagina's
TaalEngels
BindwijzeE-book
Druk1
Verschijningsdatumapril 2014
AfmetingenAfmeting: 23,6 x 16 x 2 cm
Aantal pagina's224 pagina's
Ebook formaatAdobe ePub
IllustratiesNee
Auteur(s)Youjae Yi
UitgeverRoutledge
Lees dit ebook opAndroid (smartphone en tablet) | Kobo e-reader | Desktop (Mac en Windows) | iOS (smartphone en tablet) | Windows (smartphone en tablet) | Overige e-reader
Ebook formaatAdobe ePub
Extra groot lettertypeNee
Verpakking hoogte20 mm



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